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This article investigates undergraduate-level student learning in an International Business course taught both online and face-to-face, with an emphasis on identifying students who are likely to learn better online. Theory on student learning differences between course formats suggests that overall academic performance interacts with course format to affect learning. Analysis of 269 students in a comprehensive university BBA program, using an objective measure of learning, shows that students in face-to-face classes learn better than those in online ones. In addition, there was a moderating effect with overall academic performance. Online students with higher overall academic performance learned about as well as face-to-face students. However, students with lower overall academic performance learned significantly better in the face-to-face format relative to online. These findings suggest that students with lower academic performance have a learning risk when taking online courses. Some implications for institutions are discussed, including revising online course enrollment and management policies.

Whether recruiters accurately infer personality from resumes is currently a topic of great interest in the light of technological advancements and new types of resume formats (like video resumes) that are increasingly being used. Based on predictions from the realistic accuracy model and the media richness theory, we investigated whether real recruiters (N=296) are able to infer applicants' Big Five personality characteristics more accurately from video and audio resumes than from less information-rich resume formats (like paper resumes) and whether applicants' perceived attractiveness (physical/vocal) affects accuracy judgments. As expected and with the exception of extraversion, personality was not accurately judged from paper resumes. Interestingly, information-rich resume formats and applicants' perceived attractiveness did not affect accuracy judgments. Despite recruiters' stubborn reliance on their capacity to infer personality from resume information, study findings clearly showed that different types of resumes also the new, more information-rich ones are no valid tools to infer candidates' personality from. New types of resume formats (video resumes) emerge and become increasingly popular.Whether recruiters accurately infer personality from resumes is under-researched.Personality judgments should be more accurate when applicants use a video resume.Results show that richer resume formats do not lead to more accurate judgments.Resumes (incl. video resumes) are no valid tools to infer applicants' personality.

Purpose The purpose of this paper, building on the media richness theory (MRT), is to propose that while communicating product information via streaming video should enhance outcome measures, such an enhancement will be evident mainly for users with equivocal, latent goals (i.e. recreational browsing) rather than for those with less equivocal, concrete goals (i.e. the search of a specific product). Design/methodology/approach The experiment involved 337 potential online consumers in Canada, and had full factorial design with four conditions (two methods to communicate product information: textual vs streaming video, and two goals: product searching vs recreational browsing). Analysis of covariance was used to test the hypotheses. Findings The results lent support to the hypotheses. The perceived information quality, trusting competence, and arousal for participants with recreational browsing goals were significantly affected when product information where communicated using streaming video. For participants with concrete goals (product searchers), the traditional textual method was as effective as the streaming video method. Practical implications The findings entice practitioners to use rich media such as the streaming video method to communicate online information predominantly for users with experiential browsing goals, and to use lean media for users with less equivocal, concrete goals. Originality/value The results contribute to the sparse literature that underscores the key role of user goal in shaping the effectiveness of online information. The results provide empirical support to the prediction of MRT that the use of rich media to communicate information is advantageous for users with latent, equivocal goals.

No studies in the extant literature have explored the role of media richness, i.e., the ability of media to enhance understanding among communication partners in a timely manner, in determining customer loyalty to mobile instant messaging (MIM). Grounded in media richness theory, the purpose of this paper is to examine how media richness influences customer perceived values, consequently contributing to customer loyalty to MIM.,Collecting data by an online survey, the authors apply partial least square procedures for hypothesis testing.,The authors obtain the following findings: multiple cues are positively related to functional value; immediate feedback is positively related to social value; personal focus is positively related to self-expressive value; language variety is positively related to all the above values that lead to user loyalty; and language variety has the strongest effect on user loyalty to MIM.,A first attempt to examine the impact of media richness on user loyalty to MIM, this study provides insights for MIM service providers to make decisions to build loyal user bases.

The aims of this research are: 1) to know the display of emoji and emoticon in Blackberry Messenger and WhatsApp application, 2) to know the usage of emoji and emoticon in Blackberry Messenger and WhatsApp application on interpersonal communication, and 3) to know the role of emoji and emoticon usage on interpersonal communication. In this research, the method used was qualitative research method. This research was based on media richness theory. Through the communication channel, the message will have high noise level so that it could be conveyed perfectly. Research results showed that emoji and emoticon have very important role in interpersonal communication. In media richness theory, Blackberry Messenger and WhatsApp media had fulfilled the criteria. 1) Ability of communication channel in conveying message signals such as facial expression, body movement, and vocal inflection; 2) Feedbacks are directly given by the message receiver as response to every chats, 3) Variety of language such as the presence of symbols and foreign language, and 4) Ability of communication channel in conveying personality such as showing personal emotion. This research concluded that emoji and emoticon have important role in interpersonal communication to enhance the text message’s meaning.Int. J. Soc. Sc. Manage. Vol. 4, Issue-2: 120-126

Mobile instant messaging is the communication technology revolution that is changing the way people communicate. The adoption rate is surging and the massive growth is experienced worldwide. Prior studies on instant messaging have been primarily concerned with its task-relevant or functional aspects, while less attention is paid to social interaction aspects. Drawing from media richness theory, present research highlights that social interaction factors can be facilitated by an enriched communication channel to create closer interpersonal social relationships. Specifically, the findings illustrate that the combined effect of text messaging and emoticon use increases information richness, which leads to perceived playfulness in mobile instant messaging. In addition, the perceived playfulness fostered in the instant messaging process plays a driving role in facilitating social connectedness, identity expressiveness between users and advocacy of mobile instant messaging usage. Social interaction can be facilitated by an enriched communication channel.Combined effect of text messaging and emoticon facilitates perceived playfulness.Playfulness drives social connectedness, identity expressiveness and eWOM.

Despite the growing literature on information sharing in Social Media there is minimal understanding of how user’s estimate relevant information from shared information in the media. This paper explores the issue of relevant information sharing in social media by using a qualitative approach drawing on Media Richness Theory (MRT) through the lens of sensemaking to collect data. A questionnaire and interview were used to obtain data from regular users of WhatsApp with different backgrounds in the social network group context. Besides the capabilities of the media the results showed additional variables Channel Influence, Social influence, Nature of the Content, Experiential influence and Individual processing capabilities by conveyance and convergence play an important role in sensemaking for the shaping of relevant information. A framework for sensemaking of media relevant information is developed; the paper extends the Media Richness concept and has also opened a new area of research for innovative knowledge to emerge to address the challenges in social media information use which is highly relevant to IS research.

Globala virtuella team (GVT) utgör ett konkurrenskraftigt alternativ till traditionella internationella uppdrag och blir därmed allt vanligare, inte minst i kölvattnet av covid-19- pandemin. Denna utveckling riskerar dock att bli på bekostnad av den interna kommunikationens effektivitet. Följande studie syftar till att undersöka möjligheter och utmaningar som finns kopplade till olika virtuella medier och därigenom utreda hur medieval påverkar kunskapsöverföringen inom GVT på multinationella teknologiföretag. Genom fyra djupgående intervjuer med GVT-medlemmar på multinationella teknologiföretag i kombination med en sekundär datainsamling har information samlats in och analyserats. Resultatet visar tydliga mönster i hur kunskapsöverföringen påverkas av medieval beroende på den kommunicerade informationens karaktär. Vidare indikerar studien att medievalet har stor betydelse för hur utmaningarna och möjligheterna med de olika medierna upplevs samt hur framgångsrik kommunikationen är inom GVT. Samtidigt saknas det i dagsläget rutiner och riktlinjer för hur medieval ska genomföras inom teknologiföretagen.

As the environment of internal communication is continually changing for a multitude of reasons, especially new technologies, organizations have to adapt fast in their attempts to reach their employees. When deciding on the type of channel to use, internal communication managers should be aware of their employees’ preferences. The purpose of this study is to identify how the choice of internal communication media affects internal communication satisfaction. In order to explore this relationship further, we conducted an analysis of the most commonly used internal communication channels in ten large corporations and linked the results to employees’ satisfaction and media choice. By expanding the knowledge on preferred communication channels, we are hoping to provide some insight for better management of internal communication.

Verktyg för informations- och kommunikationsteknik (IKT-verktyg) får en viktigare roll inom organisationer, både då medarbetare befinner sig på samma arbetsplats såväl på distans. Att arbeta på distans innebär nya förutsättningar för chefer och kommunikation, något som upplevs vara komplicerat (DeRosa et al., 2004; Alistoun & Upfold, 2012; Van Quaquebeke & Felps, 2018). IKT-verktyg är en grundförutsättning för kommunikation på distans (Sivunen, 2008; Kraft, 2019; Darics, 2020) och kännedom om vilka kommunikationskanaler som används av chefer vid vilka kommunikationstillfällen kan vara ett sätt att förbättra kommunikation (Kayworth & Leidner, 2000). Syftet med studien är därför att öka förståelsen för chefers kommunikation med hjälp av IKT-verktyg vid distansledarskap. Som delsyfte vill vi undersöka om det finns likheter och skillnader mellan distansledarskap och ledarskap på plats vad gäller kommunikation och val av kommunikationskanaler. Studiens ansats är kvalitativ, abduktiv och hermeneutisk. Semistrukturerade intervjuer med tolv chefer från tio organisationer genomfördes. Urvalet utgjordes av en kombination av ett målstyrt, snöbolls- och bekvämlighetsurval. Dataanalysen utgjordes av en tematisk analys. Sex kommunikationstillfällen identifierades på distans och på plats. Kommunikationstillfällena var desamma både på distans och på plats. Ytterligare fem teman för likheter och skillnader skapades. Det vi kunnat uttyda är att distansledarskap och ledarskap på plats inte skiljer sig åt gällande kommunikationstillfällena utan att skillnaden snarare återfinns i hur kommunikationen sker. Vi har därtill funnit att kommunikation vid distansledarskap innebär fler utmaningar än kommunikation på plats. Studien visar även att kommunikation kan underlättas om uttryckssymboler används i högre utsträckning vid skriftlig kommunikation samt om videosamtal nyttjas då det behövs på distans, eftersom icke-verbal kommunikation förstärker och förtydligar budskap. Kommunikationen kan på så vis bli mer effektiv då färre missförstånd uppstår då ömsesidig mening av budskapet enklare skapas. Videosamtal kan även leda till att kommunikationen blir mer tidseffektiv då mindre tid behöver läggas på att reda ut missförstånd. Dock används videosamtal i låg utsträckning vilket vi funnit kan bero på ovana att använda verktyget. Nya beteenden behöver därför skapas för att forma nya vanor om hur IKT-verktyg kan nyttjas vid distansledarskap. Därtill fann vi att chefer regelbundet behöver träffa sina distansmedarbetare fysiskt eftersom relationen upplevs bli bättre vid fysiska möten. En god relation har vi funnit är av vikt för att kommunikationen på distans ska vara effektiv. Information and communication technology (ICT) tools are getting more important in organizations, both when employees are working at the same location as their manager as well as when employees are working remotely at other locations. Working remotely have led to new conditions for managers and communication, something perceived more complicated than when employees are at the same location as managers (DeRosa et al., 2004; Alistoun & Upfold, 2012; Van Quaquebeke & Felps, 2018). ICT tools are a prerequisite for communication when employees are working remotely (Sivunen, 2008; Kraft, 2019; Darics, 2020) and knowledge of which communication channels are used by managers at what occasions may be a way of improving communication (Kayworth & Leidner, 2000). The purpose of the study is therefore to increase the understanding of managers communication with ICT tools. Further, we want to investigate if there are similarities and differences regarding managers communication and choice of communication channel when employees are working remotely or on-site. The study's approach is qualitative, abductive and hermeneutic. Semi-structured interviews with twelve managers from ten organizations were conducted. The sampling consisted of a combination of purposive, snowball and convenience sampling. The data analysis was thematic analysis. Six occasions for communication were identified. The occasions for communication were the same both remotely and on site. Another five themes for similarities and differences were detected. We found that the occasions for communication does not differ depending on distance, but rather that the difference lies in how the communication is carried out. In addition, we have found that communication at distance leadership poses more challenges than on-site communication. The study also show that communication may be easier if emoticons are used more frequently and if video calls are used when needed, that is, when non-verbal communication reinforces and clarifies the message. In this way, communication can become more effective as fewer misunderstandings arise since it is easier to establish mutual meaning. Video calls may also make communication more time efficient as less time is needed for clearing up misunderstandings. However, video calls are not commonly used due to lack of habit using the tool. Therefore, new behaviors and habits should be created in order for managers to make efficient use of ICT tools. In addition, we have found that a good relationship is important for communication remotely to be effective. Therefore, managers regularly need to physically meet their employees working remotely as the relationship is perceived to get better with physical meetings.

I dette prosjektet har vi studert hvordan COVID-19 tiltakene har påvirket eldre som mottakere av kommunale helse- og omsorgstjenester. Vi har vært spesielt opptatt av hvordan kommunikasjon fungerer mellom eldre mottakere og kommunale tilbydere av helse- og omsorgstjenester. Vi har også analysert hvordan de eldres trygghet og livskvalitet har blitt påvirket av smitteverntiltak. Videre har sett på hvilken forståelse kommunale tjenesteytere har av eldres situasjon. Datainnsamlingen ble hovedsakelig utført i juli 2020, i en tid hvor Norge innførte relativt strenge smitteverntiltak for å håndtere pandemien. Undersøkelsen omhandler et utvalg av eldre mottakere av helse- og omsorgstjenester i Stjørdal kommune. Resultatene peker i retning av at endringer av tjenestene for å imøtekomme målet om smittervern, reduserer livskvalitet og opplevelsen av sikkerhet, samt at opplevd ensomhet øker. Når det gjelder eldre og kommunikasjon ser vi at det er avgjørende å finne kommunikasjonskanaler som eldre er kjent med og føler seg trygg på. Resultatene av denne studien er (som også andre studier viser) klare i den forstand at ansikt-til-ansikt kommunikasjon foretrekkes. Regelmessig samtale via telefon (kun med lyd) er eldre fortrolig med, mens mer omfattende bruk av telefon på bekostning av ansikt-til-ansikt kontakt, reduserer både sikkerhet og livskvalitet for de eldre. Resultatene viser tydelig at videobaserte medier, for eksempel smarttelefoner/nettbrett/PC, ikke er ønskelig som alternativ til vanlig talebasert telefon. Synspunktene fra pleiepersonalets side støtter også opp om dette.

Instant messaging (IM) is changing the way we communicate with each other and may prove to be a more effective communication tool for distance learning environments than the more commonly used discussion groups and email. Media richness and social presence theories are described and young adults’ perception of IM’s richness and social presence are determined. In addition, preferences for using instant messaging for communicating messages of low, medium, and high levels of equivocality were investigated. The results indicate that young adults perceive IM to fall between email and the telephone in both social presence and media richness. As message equivocality increases, preference for the use of the telephone increases while preference for the use of email decreases. Preference for the use of IM increases for messages of intermediate equivocality, but decreases for those of high equivocality. Overall, young adults prefer IM over email as a communication tool, but prefer the phone over IM. Implications for media richness theory, social presence theory, and distance learning are described.

In the marketing mix, promotion is mentioned as using the communication channels available to present and market the product or service at hand. In recent years, social media has risen as an influential marketing communication channel in digital space. Apart from end-to-end direct messengers and video communication in times of the COVID-19 pandemic, the social media channel Clubhouse offers an audio-only experience. The current research lacks analysis of the potential influence of the hyped social network. Due to the novelty of the channel and the absence of text messages as well as visual stimuli, questions regarding the impact that usage of this social media channel might have on crowdfunding, a means of rising popularity in alternative financing, have arisen. The study builds upon the media richness theory of Daft and Lengel as well as the channel expansion theory of Carlson and Zmud. Besides literature research, explorative expert interview analyses were applied to answer the research question at hand. The main findings include different approaches to foster the opportunities of Clubhouse for marketing crowdfunding campaigns in line with insights about the user group of Clubhouse as well as development options for the platform.

Users of social networking service (SNS) are presented with a large number of competing products. As a result, their decisions to use one specific SNS may be affected by their relative usage experiences with other SNSs. However, previous studies have largely focused on the adoption and usage of one focal SNS, while ignoring the influence from similar alternatives. To address this gap and understand the importance of users' relative perceptions toward different SNSs, this study builds on media richness theory, social identity theory, and we-intention literature to develop a relative model. Two similar but highly competing blogging services under the SNS category are chosen as the research context, and users who have used both services are recruited to test the proposed relative model. The empirical results indicate that relative immediate feedback and relative personal focus exert positive effects on relative social identity, which in turn, has a positive impact on relative we-intention to use SNSs. Implications for both research and practice are also discussed.

Online interruptions influence the amount of time spent on the cognitive task.The required compensation time is greater when interruptions conveyed by mobile phones than Internet application.Relative cognitive performance success is higher for those experienced poor interruption messages. This paper examine the effect of the richness of online interruption messages on cognitive performance quality. An experimental research design utilized a computerized simulation game to measure participants' cognitive performance. Manipulation was achieved by exposing five groups (N=120) to messages in 2×2 intervention design in mobile phones (SMS/MMS) and online application (text/banner).Results indicate a significant difference between experimental groups about the amount of time spent on the cognitive task. The analysis reveals a significant effect of the richness of the message on cognitive performance quality, and the main effect of medium. Nonetheless, the required compensation time was greater among the groups using mobile phones. Performing the task with a mobile phone required more time than with the Internet application. The mobile phone with MMS group had the longest recovery time of all the test groups.This study may provide some reasons to revisit and reconsider the popular expression, "a picture is worth a thousand words." Our findings run counter to Media Richness Theory, as we found that the degree of richness of the online interruption was not solely dictated by the properties of the conveying medium.

We describe an in-class activity that helps students improve their skills in media selection and use to reinforce effective communication. The activity builds on media richness and channel expansion theories through an examination of the media selection and use of NBA athlete LeBron James and Cleveland Cavaliers majority owner Dan Gilbert during James’s career moves. We utilize three minicase studies highlighting James’s and Gilbert’s videos and open letters. We provide guidelines for preparing and implementing the activity and present students’ reactions through their in-class participation and quantitative survey responses. Student evaluations, collected from both a required undergraduate course and a graduate elective course, indicate that students found this activity engaging and effective in achieving the learning objectives. In addition to business communication courses, this in-class activity may be used in other courses including organizational behavior, introduction to business and management, leadership, human resources management, introduction to public relations, and crisis management.

Previous research in the area of how individuals respond to hard-copy versus electronic communications indicates inconsistent results. Although media richness theory suggests that there is no theoretical distinction between physical, hard-copy and electronic, text-based communications, other research has shown that an individual’s response varies depending on the type of communication. The present research explores the reaction to unexpected opportunities as a function of how the communications are received—either via email or as a hard-copy. Results indicate that participants were equally satisfied to receive either an electronic or a physical gift certificate; however, they redeemed them in unequal amounts. Participants who received a physical gift card were more likely to redeem their gifts and were more likely to spend a greater amount of the total gift card than those who received an electronic one.

Fully online courses and face-to-face (FtF) courses with online components are becoming more commonplace in higher education. Despite increased numbers of course offerings, online courses continue to have high attrition rates. The current study used Media Richness Theory (MRT) and Channel Expansion Theory (CET) to examine whether student preferences for FtF communication affected students’ communication satisfaction and course satisfaction online. Although students were more highly satisfied with FtF communication and courses, no evidence was found supporting a FtF preference negatively impacting online course satisfaction. Rather, results suggest that student communication satisfaction with online instructors is the most significant predictor of student satisfaction with online courses.

Research problem: This study investigates the factors influencing students' intentions to use emergency notification services to receive news about campus emergencies through short-message systems (SMS) and social network sites (SNS). Research questions: (1) What are the critical factors that influence students' intention to use SMS to receive emergency notifications? (2) What are the critical factors that influence students' intention to use SNS to receive emergency notifications? Literature review: By adapting Media Richness theory and prior research on emergency notifications, we propose that perceived media richness, perceived trust in information, perceived risk, perceived benefit, and perceived social influence impact the intention to use SMS and SNS to receive emergency notifications. Methodology: We conducted a quantitative, survey-based study that tested our model in five different scenarios, using logistic regression to test the research hypotheses with 574 students of a large research university in the northeastern US. Results and discussion: Results suggest that students' intention to use SNS is impacted by media richness, perceived benefit, and social influence, while students' intention to use SMS is influenced by trust and perceived benefit. Implications to emergency managers suggest how to more effectively manage and market the service through both channels. The results also suggest using SNS as an additional means of providing emergency notifications at academic institutions.

Choosing a primary care physician for the first time is an important decision, one that health care systems do not make particularly easy for prospective patients to make solely through the limited information provided on their websites. Without knowledge from others, a new patient is likely to have uncertainty about the physician he or she chooses. Three hundred and twenty participants completed an online experiment and were exposed to two biographies of different doctors with different media and either professional or personal information. Predictions generated by media richness theory revealed greater reductions in uncertainty for video biographies than traditional text biographies. Video biographies, and those containing personal information about the physician, were also related to higher levels of anticipated patient satisfaction and care quality. When asked to choose the physicians they would want to visit, participants overwhelmingly chose the physician with whom they perceived the greatest similarity to themselves, as well as the doctor who provided a video biography. Both theoretical and practical implications of this research are discussed.

Relationship marketing (RM) theories often emphasize on the role of trust and commitment in affecting seller performance outcomes. We test a recently developed model in a field experiment that demonstrates that RM investments (RMI) generate feelings of gratitude depending on the different types of gratitude leveraging acts and affects purchase intentions. The results confirm the presence of previously untested relationship between trust and purchase intention. The existing model is extended by including the moderating effects of the nature of the medium of communication for the seller–customer interaction (i.e. face-to-face vs. telephonic communication), and the varying intangibility of the purchase context (i.e. product vs. service) on the above relationship. Third, evidence of the moderating influence of certain individual-level cultural value orientations (i.e. good vs. evil, changeable vs. unchangeable and doing vs. being) is found. It is also endeavoured to extend and validate the model to a new culture.

Drawing insights from media richness theory and the Internet-enhanced self-disclosure hypothesis, this study examined the direct and indirect relationships between multiple uses of the smartphone and psychological well-being. A national online survey of smartphone users in China (N = 908) was conducted. Findings based on structural equation modelling showed that face-to-face and mobile voice communication directly predicted well-being whereas the relationship was indirect for mobile email, Weibo and WeChat through social support and relationship satisfaction. The results demonstrated the importance of examining smartphone use more holistically and using theory-based perspectives to explain the contingent mechanisms linking smartphone use and well-being.

Covid-19 pandemic as the background of the Work From Home (WFH) policy is believed to have increased major participation in communication technology and changed communication patterns. The research aims to know the implementation of WFH during the pandemic, the use of communication technology, the communication patterns during WFH have changed from face to face to Computer Mediated Communication (CMC), and the important factors for the success of WFH. A qualitative method with a descriptive case study approach and a semi-structured interview technique are used. The theory is media richness theory. The results showed that WFH offered advantages and disadvantages for employees and organizations. WFH featured various types of technology/media, from lean to rich. Communication technology plays an important role during WFH which causes changes in communication patterns. Different technologies/media vary in its ability to reproduce messages. During WFH, CMC creates a different climate than face to face communication, because CMC is not as rich as face to face communication. In implementing WFH, even after the pandemic, it is necessary to pay attention to the needs of organizations and employees and the main factors of successful WFH implementation so that WFH can be as effective as working in an office.

We empirically explore the associations between social media use at home and shopping preferences using survey data. We focus on popular retail firms including brick-and-mortar firms such as Walmart, Target, Nordstrom, and Best Buy, and online retailers, such as Amazon, Walmart, Target, and Best Buy. Social media use of popular platforms such as Facebook, Twitter, LinkedIn, Skype and a general category Other Social Media are analyzed. We find that use of LinkedIn, Skype and Other Social Media at home, in the model without control variables, is associated with shopping at Nordstrom, Walmart and Target. Shopping online at Amazon, Best Buy and Walmart, without control variables in the model specification, is associated with use of Facebook, Skype, Twitter and Other Social Media at home. We report additional insights using an alternative specification that includes social media use at work. Media Richness Theory (MRT) and Strength of Weak Ties from Social Network Analysis (SNA) and related theories help explain our results. Our results have important implications for social marketing campaigns and social media policies for consumer retail firms.

© 2020 Elsevier Ltd During times of public crises, governments must act swiftly to communicate crisis information effectively and efficiently to members of the public; failure to do so will inevitably lead citizens to become fearful, uncertain and anxious in the prevailing conditions. This pioneering study systematically investigates how Chinese central government agencies used social media to promote citizen engagement during the COVID-19 crisis. Using data scraped from ‘Healthy China’, an official Sina Weibo account of the National Health Commission of China, we examine how citizen engagement relates to a series of theoretically relevant factors, including media richness, dialogic loop, content type and emotional valence. Results show that media richness negatively predicts citizen engagement through government social media, but dialogic loop facilitates engagement. Information relating to the latest news about the crisis and the government's handling of the event positively affects citizen engagement through government social media. Importantly, all relationships were contingent upon the emotional valence of each Weibo post. National Social Science Foundation of China

I examine the role of information complexity in disclosure channel choice and the implications of the channel decision for market participants. Organizational communication theory suggests that managers who prefer efficient communication match underlying information complexity to internal communication channel richness (e.g. interaction, language variety and cues). Although external disclosures diverge from internal firm communication in important ways, I find evidence consistent with the management theory in the external quarterly reporting setting. Specifically, I find information complexity is associated with the allocation of information across channels with differing richness (e.g. earnings press release and conference call). The positive relation between complexity and richness is mitigated when managers have weakened preferences for (or ability to facilitate) communication efficiency. Moreover, placing complex information in channels with insufficient cues is associated with slower price formation. The results are consistent with managers, on average, choosing disclosure channels to reduce investors’ processing costs.

With the advent of modern communication media over the last decades, such as email, video conferencing, or instant messaging, a plethora of research has emerged that analyzes the association between communication media and negotiation processes and outcomes. This chapter reviews theoretical vantage points on communication media and negotiation and summarizes empirical findings from the last five decades. Specifically, the author focuses on media richness theory and the task/media fit hypothesis, grounding in communication, and media synchronicity theory as communication theoretical foundations that found traction in negotiation research. These theoretical vantage points are supplemented by a review of specific theoretical psychological aspects of communication media, the barrier effect and psychological distance theory. In the second part of the chapter, empirical evidence on communication media and negotiation is presented, derived from an extensive literature search of relevant peer-reviewed articles. The emphasis in this review of the empirical literature is on the communication medium as an independent variable. In other words, the author analyzes effects of communication media on the negotiation process (descriptive process parameters, economic reference points, negotiation behavior/tactics, individual psychological variables, assessment of the opponent) as well as economic (agreement, individual profit, joint profit, equality of agreement) and socio-emotional (satisfaction, future interaction, trust) outcomes. A succeeding subsection is devoted to communication medium choice in negotiation, a topic much less researched. The conclusion sums up the findings and sketches out some avenues for future research.

This paper explores how technical support workers approach, connect, and engage with mediated communications in their technical support work. Distributed computing to the Cloud and beyond situates local technology at distances away from their home environments and support networks. Remote technical support workers are called upon to diagnose, troubleshoot, and solve technical issues on problematic devices remotely through mediated channels (i.e., e-mail, online chat, telephone, and remote desktop) neither having seen, touched, nor experienced the technical issue firsthand themselves. Viewed through the theoretical framework of Daft and Lengel’s (1986) media richness theory (MRT) drawing a matching correlation between a medium’s capabilities to transmit information and the communication’s demands of same, this study adopted a qualitative approach of descriptive phenomenology using semi-structured interviews to explore where, when, and how six technical support workers experienced the influence of mediated communication cited in MRT in their work of delivering technical support. This study found support for Daft and Lengel’s (1986) MRT assertion, but suggests its premise can improve through the concurrent applications of Clark and Brennan’s (1991) grounding in communication (GIC) theory and Orlikowski’s (2008) structuration theory. Findings report that shared understanding between technical support workers and their supported end-users reached through GIC and facilitated through MRT is important for technical support work. Additional findings call for the interplay of Orlikowski’s structuration theory to evolve technical support interactions and surrogated troubleshooting activities through proxied local agents to facilitate remote work. This research will be of value to technical support workers, vocational institutions teaching technical support, and managed service providers with distributed remote workers.